Let's hear it for excellent customer service!

[Beth76]

In the past 5 minutes have dealt with 2 different companies excellent service. The first was Zappos (online shoe company). DH just bought some shoes from them 2 months ago and the leather part started ripping away from the sole. I contacted them about it and they said they would refund our money since they no longer have that shoe in stock. We don't even have to send the shoes back.

The second was my new trash company. I called them and a real live person answered the phone on the first ring. I didn't have to listen through a menu of choices. I didn't have to talk to a computer. I didn't have to enter my account number. I didn't have to listen to musak.

 

[bicker]

This is a great thread!

I should take this opportunity to mention something I mentioned in another thread a few days ago. I recently purchase a rather expensive new DVR, and unfortunately, the forces of nature wouldn't allow it to work properly. What I noted, though, was the great customer service I got from three companies.

Comcast truly went the extra mile. This is a device that basically represents a lot of lost revenue to them -- if it worked, I would have been paying them about $20 less per month, and really, probably, may very well have cut my Comcast service down by $45 per month. Yet, they jumped through hoops to try to help me get it working. It was very evident that they weren't dragging their feet or doing anything to contribute to the failure of the device, which isn't impressive really -- you'd expect that. What was impressive was just how fare beyond the call they went to try to get it to work. And courteous, polite, helpful, accommodating. In the end, despite all the work they did, and at least some indications that it probably wasn't their fault, they still refunded me the service charges for the work they did do, no questions asked.

TiVo wasn't quite as good. Their technical support folks were pretty surly for the most part, except for the last one who really listened and tried to help, and finally gave me a clear indication that yes perhaps there is a problem (though he couldn't tell if it was on his end or on Comcast's end). Their billing people, though, were gems. Because the device didn't work and then worked and then didn't work and then worked and then didn't work, I kept switching back and forth between paying, refunding, paying, refunding, etc. They never grumbled. They were very polite, friendly, and even commiserated with my situation, even after the second time they had to reverse the charges.

Finally Circuit City. They didn't have very much to do, in this case, but they did it well. I walked in. Told them it didn't work despite several attempts with tech support. And they refunded my money without a further question.

 

[biras jim]

good idea

speaking of which, transmission on the car just went out (250 miles after warranty expired), the dealer in St. Louis went to bat for me and the whole deal was covered by the manufacturer for free

 

[debster812]

I regularly get great customer service from Land's End (DS's wardrobe is very heavy on the LE stuff).

But, the BEST service I've ever recieved was from Smith and Noble (the sell window treatments)

We have a huge picture window in our living room. The picture window, and the two on either side of it equal 99 inches. When we bought our house, we dropped quite a bit of money on honeycomb shades for the window.

6 years later the BIG shade split lenghwise in the middle. Totally ruined. I called Smith and Noble, and they replaced it for FREE. Lifetime guarantee. Then the CSR said, now, I notice you have 2 blinds alongside the main blind, I can sell you 2 replacements for $15 each, so the colors will match. Totally above and beyond as far as I am concerned.

 

[mrsv98]

Good thread!

Three years ago we had new Atrium Replacement windows installed. Last month, one of the windows fell out of DD's window! I called them, gave them the warranty number and we were set. They sent the parts to the traveling service technician, he came on Mon, fixed the window, checked the others and was on his way. Excellent customer service!

 

[Brianne]

Great thread idea!

I have to give kudos to Amazon myself. Ordered a Christmas gift last week that was due to be delivered on Monday. Checked tracking through UPS Monday night when I realized I didn't receive the package & the UPS site said it had been delivered! Called UPS (who was no help) & Amazon; with no hesitation or questions asked, the CSR automatically set up overnight delivery for a new item to be shipped to me. It wasn't a cheap item either--it's in the $130 range.

Turns out the package was delivered down the street & around the corner. Our house number is 2327; the package ended up at 2319. The UPS driver got a bit ahead of himself while delivering in our neighborhood. I'd never met that neighbor before so it was nice to know we have such an honest neighbor who brought it over to us!

I was able to refuse the second package & get it sent back to Amazon yesterday. I got the feeling that a lot of people must just keep the second shipment if this happens to them because the second CSR I spoke to was amazed that I was trying to get the item back to them!

 

[Amapola]

I recently ordered the starter kit from Bare Minerals, and it comes with 2 shades of foundation. One was perfect, the other was too pinkish. I emailed CS to ask about exchanging the "wrong" color foundation for a second jar of the good color. They answered almost immediately telling me that a new jar of the good color was on its way, no charge (not even S&H), and that I didn't have to return the other one. I wrote back complimenting them on the fast, curteous and efficient process, because you do have to let people know when they're doing things right, not just to complain!

 

[Beth76]

They answered almost immediately telling me that a new jar of the good color was on its way, no charge (not even S&H), and that I didn't have to return the other one. I wrote back complimenting them on the fast, curteous and efficient process, because you do have to let people know when they're doing things right, not just to complain!

That's great to hear! I love BM, I hope you like it too!

Oh I also forgot. Yesterday I "broke" the car wash at our neighborhood gas station. I forgot that the bike rack was on the back and the sensors didn't detect it and it got stuck. The assistant manager came out and hosed off my car for me and gave me another ticket for a car wash since mine was "used". He was so nice and I felt so bad.

A few months ago I ate at McDonald's with my two small kids and the manager offered to help me to my seat. I didn't even think I needed help until she asked. She brought my food to the table for me and then filled up our drinks for us.